.jpg)
NICE today announced the availability of its NICE ServiceNow joint solution, closing the gap between front-office engagement and back-office execution. Organizations can trigger complex enterprise workflows the moment a customer interaction begins. The solution helps organizations move beyond fragmented interactions by unifying real-time customer engagement with the workflows and systems required to resolve issues end-to-end.
NICE and ServiceNow launch joint solution connecting CXone with ServiceNow Customer Service Management and workflow capabilities.
Solution features unified intelligent routing system combining ServiceNow customer data with NICE real-time engagement intelligence.
AI-powered agent Copilot provides role-specific guidance grounded in customer intent, sentiment, and behavioral patterns.
NICE orchestrated billions of AI-augmented interactions in 2025.
Solution available in controlled release with expanded availability planned.
NICE serves organizations throughout 150+ countries worldwide.
“Customer experience is entering a new era that is defined by speed, intelligence, and execution,” said Jeff Comstock, President of CX Product & Technology at NICE. “With this release, we are helping organizations turn AI innovation into everyday impact by connecting customer conversations directly to the people and processes that deliver outcomes.”
“Exceptional customer service is shifting from transactional to transformational, underpinned by intelligent, connected experiences powered by AI,” said Alix Douglas, group vice president, Partner Solutions at ServiceNow. “The NICE ServiceNow solution, built on the ServiceNow AI Platform, equips organizations to unify real-time customer engagement with enterprise workflows—accelerating resolution, improving consistency, and delivering measurable outcomes across the end-to-end customer journey. Together, we're advancing a shared mission to supercharge every stage of the customer journey.”
The NICE ServiceNow solution delivers a powerful set of advanced capabilities including:
Unified intelligent routing system: Combines ServiceNow's rich customer and case data with NICE's real-time engagement intelligence to orchestrate interactions across front, middle, and back-office teams. By dynamically evaluating intent, sentiment, service history, workload, and SLAs, the platform ensures every interaction is matched to the right resource at the right time, driving faster resolution and eliminating service silos.
AI-powered agent Copilot: Leverages NICE's CX AI to provide role-specific, real-time guidance grounded in customer intent, sentiment, and behavioral patterns. Copilot delivers proactive recommendations, automated summaries, and intelligent next-best actions that streamline workflows, reduce cognitive load, and accelerate resolution across front, middle, and back-office operations.
These capabilities help organizations eliminate service silos, empower agents, and deliver more consistent, end-to-end customer experiences.
“We're excited about the capabilities this solution brings to our service organization. The combination of intelligent routing and AI-powered agent support has the potential to help our agents work more effectively while delivering better experiences for our customers,” said Krystal Davis, Vice President, Contact Center Planning and Infrastructure Manager, Fulton Bank.
According to David Myron, Principal Analyst, Customer Engagement, Omdia, “Organizations can no longer afford disconnected service operations. By uniting real-time customer engagement with enterprise workflow execution, NICE and ServiceNow are helping organizations accelerate resolution, improve customer satisfaction, and drive measurable business outcomes through more efficient service fulfillment.”
The solution is available in controlled release, with expanded availability planned in alignment with NICE's ongoing collaboration with ServiceNow. NICE will be showcasing its latest AI-powered innovations, including this solution, at ServiceNow Knowledge 2026. Visit NICE at booth #4737 to learn more.
NICE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NICE's platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.